FEMA's $899.4M Hurricane Harvey Call Center Contract Awarded to TTEC Government Solutions for 1,500 Agents
Contract Overview
Contract Amount: $27,230,638 ($27.2M)
Contractor: Ttec Government Solutions LLC
Awarding Agency: Department of Homeland Security
Start Date: 2017-09-05
End Date: 2017-11-15
Contract Duration: 71 days
Daily Burn Rate: $383.5K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 4
Pricing Type: LABOR HOURS
Sector: IT
Official Description: ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $899.4M OVER A 114 DAY PERIOD.
Place of Performance
Location: ENGLEWOOD, DOUGLAS County, COLORADO, 80112
State: Colorado Government Spending
Plain-Language Summary
Department of Homeland Security obligated $27.2 million to TTEC GOVERNMENT SOLUTIONS LLC for work described as: ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $899.4M OVER A 114 DAY PERIOD. Key points: 1. Significant expenditure of $899.4M for a 114-day emergency response. 2. TTEC Government Solutions secured the contract through full and open competition. 3. The contract involved providing temporary call center services and agents. 4. This spending highlights the critical role of rapid response infrastructure during disasters.
Value Assessment
Rating: fair
The contract's value of $899.4M for 114 days suggests a high per-day cost. Benchmarking against similar large-scale, short-term emergency response contracts would be necessary to fully assess its value.
Cost Per Unit: $7,889,473.68 per day
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition, indicating a robust price discovery process. However, the urgency of disaster response may have influenced final pricing.
Taxpayer Impact: Taxpayers funded a substantial amount for immediate disaster relief services, with the cost reflecting the scale and urgency of Hurricane Harvey's impact.
Public Impact
Provided essential communication support for hurricane victims. Enabled FEMA to manage a high volume of inquiries during a critical period. Demonstrated government's ability to quickly mobilize resources for disaster relief.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- High cost for a short-duration contract.
- Potential for cost overruns in emergency procurements.
Positive Signals
- Successful rapid deployment of critical services.
- Fulfilled essential communication needs during a crisis.
Sector Analysis
The Information Services sector is crucial for disaster response, enabling communication and coordination. This contract represents a significant investment in IT infrastructure for emergency management.
Small Business Impact
The data does not indicate any specific involvement or subcontracting opportunities for small businesses in this particular contract award.
Oversight & Accountability
The contract was awarded by FEMA, an agency within DHS, which has established oversight mechanisms for emergency procurements. However, the rapid nature of the award warrants scrutiny of expenditures.
Related Government Programs
- All Other Information Services
- Department of Homeland Security Contracting
- Federal Emergency Management Agency Programs
Risk Flags
- High cost per day.
- Short contract duration with significant expenditure.
- Potential for scope creep in emergency situations.
- Lack of detailed performance metrics in the provided data.
Tags
all-other-information-services, department-of-homeland-security, co, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $27.2 million to TTEC GOVERNMENT SOLUTIONS LLC. ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $899.4M OVER A 114 DAY PERIOD.
Who is the contractor on this award?
The obligated recipient is TTEC GOVERNMENT SOLUTIONS LLC.
Which agency awarded this contract?
Awarding agency: Department of Homeland Security (Federal Emergency Management Agency).
What is the total obligated amount?
The obligated amount is $27.2 million.
What is the period of performance?
Start: 2017-09-05. End: 2017-11-15.
What was the primary driver for the high per-unit cost of temporary call agents?
The high cost per agent likely reflects the compressed timeline for hiring, training, and deploying 1,500 temporary staff for an emergency. Factors such as hazard pay, overtime, and the need for immediate operational readiness in a high-stress environment would contribute to the overall expense.
How effectively did the contracted services mitigate the communication challenges faced by hurricane victims?
While the contract provided 1,500 agents, the effectiveness in mitigating communication challenges depends on factors not detailed here, such as call volume, agent training quality, and system uptime. The sheer number of agents suggests an attempt to address a significant demand, but specific performance metrics would be needed for a full assessment.
Were there any alternative, more cost-effective solutions considered for this emergency call center need?
Given the urgency of Hurricane Harvey, the government likely prioritized speed and capacity over extensive cost-benefit analysis of alternative solutions. However, future emergency preparedness plans could explore pre-negotiated contracts or scalable cloud-based solutions to potentially reduce costs and deployment times.
Industry Classification
NAICS: Information › Other Information Services › All Other Information Services
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › MANAGEMENT SUPPORT SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Solicitation ID: HSFETX-17-R-0202
Offers Received: 4
Pricing Type: LABOR HOURS (Z)
Evaluated Preference: NONE
Contractor Details
Parent Company: Teletech Holdings, Inc.
Address: 13800 COPPERMINE RD 3RD FL, HERNDON, VA, 20171
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $68,509,993
Exercised Options: $27,230,638
Current Obligation: $27,230,638
Contract Characteristics
Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00V08PDD0070
IDV Type: IDC
Timeline
Start Date: 2017-09-05
Current End Date: 2017-11-15
Potential End Date: 2017-11-15 00:00:00
Last Modified: 2022-07-19
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